Concierge

COMPANY SUMMARY

Empire State Realty Trust, Inc. (NYSE: ESRT) is a NYC-focused REIT that owns and operates a portfolio of well-leased, top of tier, modernized, amenitized, and well-located office, retail, and multifamily assets. ESRT’s flagship Empire State Building, the “World's Most Famous Building,” features its iconic Observatory that was declared the #1 Attraction in the World – and the #1 Attraction in the U.S. for the third consecutive year – in Tripadvisor’s 2024 Travelers’ Choice Awards: Best of the Best Things to Do. The Company is a recognized leader in energy efficiency and indoor environmental quality. As of March 31, 2025, ESRT’s portfolio is comprised of approximately 7.9 million rentable square feet of office space, 0.8 million rentable square feet of retail space and 732 residential units. More information about Empire State Realty Trust can be found at esrtreit.com and by following ESRT on Facebook , Instagram , TikTok , X , and LinkedIn .

The dedicated team at ESRT is a collection of diverse individuals with a shared passion for excellence and a keen eye toward future growth. Headquartered in New York City, we harness the energy of the city in everything we do. We care for one another, work hard, and have a lot of fun doing it! We are Certified™ as a Great Place to Work® by the global authority, Great Place to Work®, on workplace culture, employee experience, and leadership behaviors. We prioritize and invest in the health and wellness of employees to attract, develop, and retain top-tier talent. ESRT values continuous employee development and encourages colleagues to excel in their roles and adapt to emerging business needs. From our crown jewel, The Empire State Building, to incredible buildings modernized for the 21st century, to outstanding customer service, and our decade-long leadership position in sustainability and energy efficient portfolio that is 100% fully powered by renewable wind electricity, we take pride in our work. ESRT seeks an equally passionate colleague to join the team, understand the vision and help achieve that vision.

POSITION SUMMARY

The Union Residential Concierge is responsible for organizing, coordinating, and implementing various resident services and programs. They act as an information source for residents and assist them with local market resources.

RESPONSIBILITIES

• Greets prospects and residents as they enter the office/leasing area, and ensure the comforts of prospects and visitors while they wait to speak with a team member
• Answers phone calls, routes all calls to the appropriate team member for assistance, and assists with completed service request call backs as necessary
• Maintains the guest suite schedule to ensure proper payment and cleanliness upon guest arrival and manages and coordinates the loading dock and/or elevator schedule for move-ins and move-outs
• Ensures clubhouse amenities are in tour condition prior to leasing office opening each morning
• Manages all package deliveries by documenting arrival information and notifying residents of all package deliveries within 24 hours
• Maintains tracking logs for equipment rentals, dry cleaning services, and/or other services provided by the community
• Assists the community team with scheduling, planning and organizing resident activities and programs
• Keeps detailed information on local area restaurants, shops, delivery places, and other pertinent information that may be of interest to residents and maintains relationships and contacts with concierge vendors

WHAT SUCCESS LOOKS LIKE

Success for a union concierge at a luxury high-rise means delivering a consistently high level of service that enhances the resident experience . This includes greeting all residents and guests with warmth and professionalism, anticipating needs, maintaining a polished appearance, and ensuring the front desk and lobby are always orderly. A successful concierge communicates clearly, upholds building access protocols, responds promptly to requests or concerns, and works collaboratively with the building team to maintain a welcoming and safe environment. Reliability, discretion, and a genuine commitment to service are key.

REQUIRED SKILLS/ABILITIES

• Strong customer service and interpersonal skills – able to interact professionally and warmly with residents, guests, and vendors
• Effective communication – both verbal and written; clear, courteous, and confident
• Attention to detail – notices small things, maintains a tidy lobby, tracks packages and requests accurately
• Professionalism and discretion – maintains confidentiality and handles situations with tact
• Time management and multitasking – able to prioritize and handle multiple requests calmly during busy times
• Basic computer literacy – familiar with logging systems, email, and possibly property management software
• Knowledge of building policies and emergency procedures – able to act quickly and appropriately when needed
• Dependability and punctuality – consistent attendance and reliability are essential
• Teamwork and collaboration – works well with service staff, management, and other concierges across shifts

EDUCATION & EXPERIENCE

• High school diploma or equivalent
• Prior experience in hospitality, customer service, or front desk roles—ideally in a residential or hotel setting

PHYSICAL REQUIREMENTS

• Incumbents need to be able to stand, walk, and/or sit for extended periods of time and bend, stoop, climb ladders, reach, carry objects, and crawl in confined areas
• Incumbents must be able to work inside and outside in all weather conditions (rain, snow, heat, hail, wind, sleet)
• Incumbents must be able to push, pull, lift, carry, or maneuver weights of up to twenty-five (25) pounds independently and fifty (50) pounds with assistance
• Rare or regular travel may be required to assist other properties as needed, attend training classes, business meetings, or other situations necessary for the accomplishment of some or all of the daily responsibilities of this position
• Incumbents must be able to work a flexible work schedule, which includes taking “call” during evenings, weekends and holidays

WHAT YOU CAN EXPECT

At ESRT, like our tenants, our employees come from everywhere. We foster a collaborative work environment that captures top talent and cultivates the best ideas. As a Great Place to Work® Certified employer, we are committed to maintaining our positive work culture where employees are engaged and can grow and develop. In addition, ESRT employees embody our Company Culture & Success Factors -

• Adaptable – you are a self-starter who’s able to quickly digest and execute new processes to work both collaboratively and independently
• Dynamic – you are solutions-oriented, aim to improve processes and implement efficiency, and offer insightful feedback to improve ESRT
• Dependable – you take a strong sense of ownership and accountability over your work
• Passionate – you keep up with industry trends and are excited about the potential to propel the industry forward with a “roll-up-your-sleeves” attitude
• Curious – you consistently look for new ways to work smarter, not just harder
• Ethical – you treat others with respect, act with integrity in how you perform your work, and embrace our collaborative culture
• Positive – you possess a service-oriented attitude with excellent follow through

BENEFITS

Benefits per Local 32BJ RAB Apartment Building Agreement

The pay range for this position is $22.3319/hr to $29.7758/hr

ESRT is an equal opportunity employer and is committed to providing a workplace free from harassment and discrimination. We celebrate the unique differences of our employees because they drive curiosity, innovation, and the success of our business. We do not discriminate based on race, religion, color, creed, national origin, sex, sexual orientation, gender identity or expression, reproductive choices, age, marital status, veteran status, disability status, pregnancy, parental status, caregiver status, genetic information, political affiliation, or any other status protected by the laws or regulations in the locations where we operate. This policy applies to all aspects of employment, including hiring, promotion, demotion, compensation, training, working conditions, transfer, job assignments, benefits, layoff, and termination. Reasonable accommodations that do not create an undue hardship for the Company are available for applicants and employees with disabilities or sincerely held religious beliefs.